oracle
Support Lead/Coordinator
EXL
Pune, IND
Lead · 6+ years experience
Hybrid
Discovered 1 weeks ago
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About the Role
Role Title: L1 Lead / Coordinator Location: Pune (India) Grade: C1 Shift: General Shift – 1:00 PM to 10:00 PM IST | On-Call availability required The L1 Lead / Coordinator is the single point of accountability for the 24×7 L1 managed support team delivering operational excellence for Banking Client data platform. This role owns shift governance, SLA adherence, stakeholder reporting, and escalation management, while working alongside EXL's EXLdata.ai Agentic AI framework to drive continuous improvement and reduce mean-time-to-resolve (MTTR).
Key Skills for This Role
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Technical Skills
- Experience with Hadoop ecosystem: Oozie Workflow Manager, Apache Hive, Apache Spark.
- Working knowledge of Apache Airflow, Managed File Transfer (MFT), and Jenkins CI/CD pipelines.
- Familiarity with AWS cloud services (S3, EC2, EMR, CloudWatch) in a data platform context.
- Experience with ITSM platforms, preferably ServiceNow – ticket management, workflow configuration, SLA tracking.
- Understanding of data pipeline architectures, batch processing, and CDP (Customer Data Platform) environments.
- Exposure to Agentic AI / GenAI-assisted operations tools is a strong advantage.
- Operational & Leadership Skills
- 5+ years of experience in IT/Data managed services or NOC environments, with at least 2 years in a team lead or coordinator role.
- Demonstrated ability to manage rotational 24×7 support teams across multiple time zones.
- Strong analytical skills for trend analysis, root cause investigation, and SLA reporting.
- Excellent written and verbal communication; confident presenting to client stakeholders.
- Proficient with monitoring and alerting platforms (Grafana, Splunk, CloudWatch, or equivalent).
- Preferred Qualifications
- ITIL Foundation certification (v3 or v4).
- Experience in financial services or fintech data operations.
- Familiarity with FinOps frameworks and cloud cost monitoring tools.
Responsibilities
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